ANALISIS KUALITAS PELAYANAN PADA RENTAL MOBIL DI C.V MUTIARA MAS PERKASA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) QUALITY FUNCTION DEPLOYMENT (QFD) DAN IMPORTANCEPERFOMANCE ANALYSIS (IPA)

SANJASA, AMBRIN (2020) ANALISIS KUALITAS PELAYANAN PADA RENTAL MOBIL DI C.V MUTIARA MAS PERKASA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) QUALITY FUNCTION DEPLOYMENT (QFD) DAN IMPORTANCEPERFOMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

C.V Mutiara Mas Perkasa is a company engaged in the field of transportation services. So that in an effort to increase customer satisfaction, customer satisfaction needs to be considered as the most important element in maintenance service activities managed by the company. By using the servqual, IPA and QFD integration methods, service providers can determine the level of customer satisfaction and can directly make service improvements with a low level of satisfaction. Therefore a study was conducted using a questionnaire based on the dimensions of service quality (SERVQUAL). The results obtained, it is known that there are gaps in all dimensions need to be repaired and the priority for improvement is the attribute that is in Quadrant A in the IPA analysis. And for improvement efforts used the QFD method with the HOQ matrix. Keywords : Customer Satisfaction, Service Quality (Servqual), ImportancePerformance Analysis (IPA) C.V Mutiara Mas Perkasa adalah perusahaan yang bergerak dalam bidang jasa transportasi. Sehingga dalam usaha meningkatkan kepuasan pelanggan perlu memperhatikan kepuasan pelanggan merupakan unsur yang terpenting dalam kegiatan jasa perawatan yang dikelola perusahaan. Dengan menggunakan metode integrasi servqual, IPA, dan QFD, penyedia layanan dapat menentukan tingkat kepuasan pelanggan dan secara langsung dapat melakukan perbaikan layanan dengan tingkat kepuasan yang rendah. Oleh karena itu dilakukan penelitian menggunakan kuesioner berdasarkan dimensi service quality (SERVQUAL). Hasil yang didapat, diketahui bahwa adanya gap disemua dimensi perlu adanya perbaikan dan yang dijadikan prioritas untuk perbaikan adalah atribut yang berada pada Kuadran A pada analisis IPA. Dan untuk upaya improvement digunakan metode QFD dengan matriks HOQ. Kata Kunci : Kepuasan Pelanggan, Service Quality (Servqual), Importance Performance Analysis (IPA)

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 096
Call Number: ST/16/21/045
NIM/NIDN Creators: 41616010049
Uncontrolled Keywords: Kepuasan Pelanggan, Service Quality (Servqual), Importance Performance Analysis (IPA)
Subjects: 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan > 621.7 Storage and Maintenance Technology/Teknologi Penyimpanan dan Perawatan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 02 Mar 2023 08:07
Last Modified: 02 Mar 2023 08:07
URI: http://repository.mercubuana.ac.id/id/eprint/53090

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